Investigating Factors Affecting Adoption of eCRM in the Australian Service Industry

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Author(s): Chad Lin (Curtin University, Australia)and Geoffrey Jalleh (Curtin University, Australia)
Copyright: 2015
Pages: 28
Source title: Handbook of Research on Managing and Influencing Consumer Behavior
Source Author(s)/Editor(s): Hans-Ruediger Kaufmann (University of Nicosia, Cyprus & International Business School at Vilnius University, Lithuania)
DOI: 10.4018/978-1-4666-6547-7.ch002

Keywords: Business & Management / Business Science Reference / Consumer Management / Marketing

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Abstract

In order to grow and survive in a highly competitive market like the service industry, Electronic Customer Relationship Management (eCRM) has become a popular tool for Australian service organizations to attract, manage, and enhance customer relationships. However, due to increased competition and decreased product/services marketing cycle time, managing and building customer relationships have become a challenge for most service organizations. Ineffective eCRM adoption process can result in financial losses for the organizations. Hence, case studies are conducted to identify and examine potential IT costs and risk factors involved in the adoption of eCRM projects. The findings in the chapter provide senior executives with a more realistic insight into dealing with issues and challenges arising from the adoption of eCRM.

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Investigating Factors Affecting Adoption of eCRM in the Australian Service Industry

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